Managed IT support
A help desk and an engineer on call, for organisations without an IT team.
+256 742 020 610, Mon to Fri, 8:00 to 18:00 EAT.
What is in the scope
User support, device management, patching and monitoring on a monthly agreement, with response times in writing.
- Help desk by phone, WhatsApp and email
- Device setup and management
- Patching and monitoring
- Monthly reporting
How an engagement runs
From first meeting to hand-over
- Onboard
- Inventory devices and accounts, fix the urgent issues, agree the service levels.
- Support
- Tickets logged, prioritised and resolved within the agreed times.
- Review
- A monthly report on tickets, uptime and recommendations.
Equipment and standards
We use remote support tools, endpoint management and uptime monitoring, and report on all three every month.
Before you get in touch
- How quickly do you respond?
- Against the targets published on our service levels page, by severity, rather than against whatever was agreed verbally. Read them before you sign, because that is what they are there for.
- Can staff reach you on WhatsApp?
- Yes, along with phone and email. Most Ugandan offices already run on WhatsApp and insisting on a ticket portal only means fewer problems get reported.
- What do we get each month?
- A report of what broke, what was patched and what is trending badly, so a recurring fault becomes visible before it becomes an outage.